[SOLVED] Users with RO permission can't be made Responsible?

[rsw1941]

Users with RO permission can't be made Responsible?see a solution in the link proposed.

We have exactly the same requirement. Some Agents who are off-site must be assigned Responsibility...but must have only limited access to the system. We expect them to add Notes, and may add other limited rights related to that ticket only.

I had already set Ticket::Responsible to Yes. Ticket::ResponsibleAutoSet is set to No.

Thank you.

[crythias]

Create an ACL that restricts permissions. See the docs for ACL or Howtos in this forum for mini admins

[rsw1941]

Thanks. On it.

Regarding Upgrading from 3.2.9 to 3.3.3, do you know if the Perl version for 3.2.9 is adequate for 3.3.3, or must we upgrade Perl to a later version?

[crythias]

Please edit your signature (like my signature suggests).

do you know if the Perl version for 3.2.9 is adequate for 3.3.3

probably. If you tried it and it failed, you'd be asking a different question.

[rsw1941]

Crythias,

I'm still stuck on this...

3.3.3 is now up for testing and production.
Viewed How To on Mini-Admin multiple times.
Read and re-read docs on ACL.

Created new TResponsible User.
Assigned to new Test-Responsible Group checking RO, NOTE, PRIORITY & RESPONSIBLE.

The goal is to allow limited access users to be Responsible for a ticket.

Appropriate users can successfully open tickets, assign and change Responsible.
However, user TResponsible is still not appearing when Responsible list is opened from Ticket.

Here's what I've touched or changed so far:

Core::Ticket
System::Permissions - added Responsible
Ticket::Responsible = YES
Ticket::ResponsibleAutoSet = NO
Ticket::EventModulePost###140-ResponsibleAutoSet - checked
Ticket::PendingNotificatikonNotToResponsible = NO

Frontend::Agent
Ticket:NewResponsibleSelection = YES
Frontend::Module###AgentTicketResponsibleView - Groups - added users & Test-Responsible
Frontend::Module###AgentTicketResponsible - Groups - added users & Test-Responsible

I'll appreciate any suggestions.

Many thanks,
rsw1941

[crythias]

Users/Agents will generally only be seen if they have rw access to a group attached to a queue.
What an agent has access to do within that can be filtered with an ACL.

[rsw1941]

hmm, didn't know that.
back to the docs

thanks

[rsw1941]

[SOLVED]

I believe this post is resolved for us.

Our goal was to:
- set ticket originator as Owner, automatically, in all cases;
- have originator remain Owner for the life of the ticket;
- assign some agents a restricted set of rights (RO and Note), NOT including RW;
- allow restricted agents to see the Responsible field on their Dashboard widgets;
- allow restricted agents to be assigned Responsible for any ticket;
- assign Responsible agent automatically, to restricted agents in all cases, by the Queue selected when a new ticket is created; and
- allow fully empowered agents to change Responsible agent after a ticket has been created.

It appears we've succeeded.

Notes:
- An agent does not need the Responsible right in order to see data in the Responsible field on that agent's Dashboard widget.
- An agent does not need the Responsible right in order to be "...made Responsible..." for a ticket by another agent.

Steps taken:

Core::Ticket
System::Permissions - added Responsible
Ticket::Responsible = YES
Ticket::ResponsibleAutoSet = NO
Ticket::EventModulePost###140-ResponsibleAutoSet - checked
Ticket::PendingNotificatikonNotToResponsible = NO

- Queues were built for each issue category;
- Groups were built for several Groups of agents.
- Each issue category Queue was linked to a Group of agents;
- As agents were assigned to Groups, limited rights were selected, for some restricted agents;
- Agents were assigned to Queues creating list of My Queues for each;
- Added a Job in Generic Agent forcing assignment of a specific agent as Responsible for each ticket, based upon Queue, when ticket is Created;
- For convenience Jobs were named ['AgentFirstName'-Queues]

I think that's it. Thanks for the help.

rsw1941